Erica M. Hicks

**** ****** ***., *******, ** ****2 acc9ia@r.postjobfree.com 469-***-****

Personal Profile

o Well-rounded in both Customer Service and Office Administration

o Dedicated to providing great customer experience and exceeding

collection goals

o Dedicated to solving customer issues; solutions that are company

compliant and customer friendly.

o Detailed-oriented, responsible, and relentless on meeting

deadlines.

o Operate general office equipment, MS Word, Internet, numeric data

entry, and type 55+ wpm

Education

Oakland Community College - Royal Oak, MI

Associates of Applied Science in Business Administration, January 2012 -

Present

Experience

Credit Acceptance Corporation, Southfield, MI

October 2011 - Present

Senior Lead Collections Representative

o Retrieve payments made through Money Gram or Western Union

o Verify payment information and collecting payment over phone

o Mentor and provide assistance to new team members to master the

art of collection recovery

Collection Representative (January 2011 - October 2011)

o Answer customer inquiries and clearly communicate the need to

maintain a good payment history

o Provide superior customer service; distribute calls to

appropriate departments, as necessary

o Convey a sense of urgency while responding to customer needs

o Update customer contact information via phone or other means of

skip tracing

o Meet and exceed monthly collection goals

Miller, Canfield, Paddock & Stone via Manpower, Taylor, MI

February 2009 - June 2009

Legal Records Clerk

o Kept records and added new material to file, and created new

records as necessary.

o Performed general office duties such as typing, operating office

equipment, and sorting mail.

o Gathered and Tracked materials removed from files in order to

ensure that borrowed files are returned.

o Answered and retrieved information to court inquiries and other

governmental agencies.

Sort or classified information according to guidelines such as

content, purpose, user criteria, or chronological, alphabetical,

or numerical order.

Reliant Energy, Houston, TX

April 2007 - May 2008

Customer Account Specialist

o Answered 80-100 calls per shift with urgency and accuracy

o Enrolled current customers in company's energy campaigns

o Process payments via phone; verified amount and payment method

o Transferred balances from old to current accounts

o Initialized disputes regarding meter reads, meter test, and

other technical issues

Reliant Energy via Primary Services, Houston, TX

September 2006 - March 2007

Customer Care Representative

o Answered 80-100 calls per shift with urgency and accuracy

o Enrolled current customers to various company campaigns

o Enrolled new customers for new service, or switching from

previous energy provider

o Process payments via phone; verified amount and payment method

References

o Immediately available upon request

Contact this candidate